Professional Documents
Culture Documents
Introduction
Advanced Professional certifications require proven project experience, business process knowledge, and a more detailed
understanding of SAP solutions. Professional certifications are targeting profiles with approximately four to seven years of
experience. Besides the recommended education courses also practical job experience is required and tested. With
professional-level certification, you can:
Demonstrate both your experience and your expertise through a rigorous testing process
If you are a consultant with more than four years of experience, you probably are already in possession of the knowledge you
need to pass the exam. This certification preparation guide is designed to provide some guidance to the topics covered in the
exam, sample questions, and study resources.
2. You should be able to autonomously build solid customer solutions based on profound understanding of the application
and your project experience in the following areas (40%).
Topics / Learning Options:
impact of upgrading to the latest release with regards to the User Interface
3. You should be able to perform identified tasks in the following areas, based on your basic understanding during system
implementation, configuration, and testing (20%).
Topics / Learning Options:
Sample Questions
Disclaimer: These sample questions are for self-evaluation purposes only and do not appear on the actual certification
exams. Answering the sample questions correctly is no guarantee that you will pass the certification exam. The certification
exam covers a much broader spectrum of topics, so do make sure you have familiarized yourself with all topics listed in the
exam competency areas before taking the certification exam.
1. A customer is already using CRM service contracts and wants to be able to enter Price Agreements within the service
contracts.
How do you enable the use of Price Agreements in service contracts?
Please choose the correct answer.
a)
b)
c)
d)
b)
c)
d)
3. Some business partners are not replicated from SAP CRM to SAP ERP.
Which setting would you check?
Please choose the correct answer.
a)
The business partner master data has a relevant role like "Sold-To Party"
and a classification like "Customer".
b)
The CRM site in the administration console has the subscription "All
Business Partners".
c)
The business partner master data has the correct account group for R/3
Integration.
d)
b)
c)
d)
5. Your customer wants to maintain service products in the CRM WebClient UI.
Which of the following activities is mandatory to maintain qualification requirements for service products?
Please choose the correct answer.
a)
b)
c)
d)
b)
c)
d)
7. Your customer wants to analyze expenses that occur with executed campaigns.
Which mandatory requirements do you discuss with your customer?
Note: There are 2 correct answers to this question.
a)
b)
c)
d)
8. Your customer would like to minimize the amount of time required to create a service transaction.
b)
Service Contracts
c)
Warranty Claims
d)
Service Agreements
9. Service technicians create confirmations in SAP CRM for completed service orders. The service confirmation results in a
withdrawal of the used spare parts in SAP ERP.
What needs to be done to enable the logistics integration?
Please choose the correct answer.
a)
b)
c)
d)
10. A service order is created and a valid warranty is determined. A special warranty rebate is applied to the service order.
Which of the listed parameters triggers the warranty rebate?
Please choose the correct answer.
a)
Valuation type
b)
c)
Item category
d)
Accounting Indicator
Expert Guidance
In preparing for this exam, it is important to remember that the exam covers a broad range of topics, and therefore it is not
possible to ask many questions on any one topic. Certain topics, such as Service Order Management, Service Contract
Management and Master Data receive more emphasis than topics such as the In-house Repair process or IT Service
Management. Also, be advised that although this exam is focused on CRM Service, you will be asked questions regarding
other CRM scenarios and functionalitities like Sales, Marketing, Middleware, Interaction Center and Webclient UI as well.
You should use the percentage guides from the Exam Competency Areas section above to guide the allocation of your
preparation time.
As shown in the sample exam questions, a good understanding of various business scenarios is helpful when choosing the
best answer from a list of possible approaches. For these types of questions where multiple answers are correct, it may be
helpful to use a selection/elimination strategy. You can possibly eliminate answers that are factually wrong, while selecting
answers that are clearly correct. This leaves fewer answers where you might not be sure, thus speeding up the selection
process.
The majority of the questions in this exam are multiple choice questions, which require you to select the single correct option,
whilst others are multiple response questions. In the multiple response questions, be sure to note the advice in the question
on the number of correct responses. You must choose the number of options indicated as there is no partial scoring and
multiple response questions are scored as either correct or incorrect.
While several answers may be very similar in their wording, take sufficient time to clearly understand the meaning of each
answer rather than rushing. That will help in distinguishing which answer(s) is/are correct. Functionality questions are
normally about the primary functions of the software, not obscure or secondary features and options.
Especially in the area of Service Orders, Service Confirmations, Billing and ERP integration sufficient practical knowledge is
needed. Most of the questions in these areas are not discussed directly in the training material and require an understanding
of for example the integration of SAP CRM with the ERP backend. Expect questions where you get a screenshot and where
you should give an indication how to solve this, even if these are steps in ERP Logistics or Controlling.
If you are a consultant with more than four years of relevant CRM (Service) experience, you probably are already in
possession of the knowledge you need to pass the exam. But keep in mind that this exam requires probably a broader
knowledge then the CRM scenarios which you implemented in your projects. Don't expect many questions which you can
read directly in the CRM course material, but use this material, especially the CR700, as a guide to get a complete overview
of all the funtionalities of CRM Service.
Next to that, be sure that your knowledge is up to date. CRM Service has many new features in CRM 7.0. Expect questions
that ask about upgrading or implementing new CRM 7.0 functionalities. Much information on this can be found in the Online
Knowledge Products (see Resource Page).
Resource Page
SAP Service Marketplace Online Knowledge Products: http://service.sap.com/okp > CRM 7.0 > Service. Here you will find a
great source of presentations (PDF), SAP Tutor (SIM) and eBooks (HTM/SWF) on CRM 7.0 Service.
SAP Help Portal: http://help.sap.com/ > SAP Business Suite > SAP Customer Relationship Mgmt. > SAP CRM 7.0
a. Release Notes
Overview of what features are new and changed in a release of SAP CRM.
b. Application Help
Detailed information intended for consultants and project team members about the business scenarios and functional
possibilities of SAP CRM.
c. Online Knowledge Products
See Online Knowledge Products above.
Solutions
1 a) Incorrect
2 a) Correct
3 a) Correct
4 a) Incorrect
5 a) Incorrect
1 b) Incorrect
2 b) Incorrect
3 b) Incorrect
4 b) Incorrect
5 b) Incorrect
1 c) Incorrect
2 c) Correct
3 c) Incorrect
4 c) Incorrect
5 c) Correct
1 d) Correct
2 d) Incorrect
3 d) Incorrect
4 d) Correct
5 d) Incorrect
6 a) Correct
7 a) Incorrect
8 a) Correct
9 a) Correct
10 a) Incorrect
6 b) Incorrect
7 b) Correct
8 b) Incorrect
9 b) Incorrect
10 b) Incorrect
6 c) Correct
7 c) Correct
8 c) Incorrect
9 c) Incorrect
10 c) Incorrect
6 d) Incorrect
7 d) Incorrect
8 d) Incorrect
9 d) Incorrect
10 d) Correct